According to RapidValue, 70% of mobile workers will use a tablet or a hybrid device that has tablet-like characteristics by 2018. When you realize the logistics of field service management, it’s not hard to see why. Managing field workers such as technicians and representatives is a very difficult and complex task. There are simply too many variables that need to be monitored, tracked and managed.
So while many smaller businesses are still trying to get by with paper & pen tracking solutions, those that have the resources and awareness of the technology available are adopting digital solutions at a rapid pace.
Field service management can be incredibly useful in countless industries, especially those that have a significant part of their workers or contractors out in the field. With the right software solution, companies can forget the days of various errors and delays that were caused by miscommunication or simple lack of information access. Today, cloud-based platforms can help workers access relevant information instantly and deal with any problems that might arise.
With the right software solution, any company can make huge strides in the efficiency of their field service.
What’s the Right Software?
On-premise solutions or even manual methods are still relatively popular among businesses, but they have drawbacks that inevitably lead to ineffective practices and, in turn, worse experiences for the customers.
That’s why so many companies are switching to platforms such as Salesforce’s Field Service Lightning. The system seamlessly connects your field service team with your customer service team, allowing for invaluable real-time communication and exchange of information.
The software is built on the Service Cloud, a CRM platform. It’s so effective because it uses current technology, such as tablets, and provides real-time access to customer data for mobile workers and other field service members. It allows field agents to view and manage cases, track customer histories and a lot more, with everything conveniently available in the same dashboard.
Salesforce Field Service Lightning’s accessibility means that it can take a complex task, such as developing an effective mobile workforce process, and make it much easier by simply providing the necessary resources for the people in the field, on demand.
How Does Field Service Lightning Work?
Field Service Lightning’s main advantage can be boiled down to helping the mobile worker be where they need to be on time with all the information necessary to provide the best possible experience for the customers. Using the Salesforce1 mobile, a field agent is able to update the job status in real time, or even change the request altogether.
The mobile app’s ability to provide access to schedules, inventory and even knowledge base articles can result in immediate improvements in service during the very first visit with a customer. All of this can even be achieved without a constant internet connection, which makes it that much more impressive.
What are Some of the Features That Come with Field Service Lightning?
Well, here are just a few that make it a worthwhile investment:
You Can Manage Jobs Anytime, Anywhere
Perhaps the biggest advantage that Salesforce Field Service Lightning can bring to your company is its mobility. You can basically bring all of the features of a traditional on-site job management platform to your field employees.
Since FSL is a class-leading solution, it’s able to offer such premium features as knowledge articles, real-time collaboration and stock and inventory visibility on the go, even without a connection, along with much more. The mobile app can even be customized to provide all the features that your field employees require.
You can also use the app to create and manage work orders for field service operatives and integrate them with Knowledge articles, Cases, Accounts and other projects.
Plan Your Service Smarter
Another powerful Field Service Lightning feature is that it’s able to make automated decisions to ensure that your customers always get the best experience possible. It can locate the nearest service technician to a given customer, or match them with a representative that has the right skillset to get the job done.
You can take into account multiple customer attributes, such as service tier, complexity, location and more, all of which can be used to assign the most appropriate technician for the task.
With the help of equipment and inventory management, the benefits of scheduling automation are maximized by making sure that every technician in the field has the right equipment and sufficient knowledge to get the job done on the first visit. This not only greatly improves the customer experience, but also allows you to get much more out of your technicians on a daily basis.
Provide Service Faster
Einstein Vision for Field Service brings the incredible potential of artificial intelligence to the world of field service. With advanced image recognition technology, companies can make the software recognize almost any image to use in situations where image-recognition might be necessary.
This can be especially useful when technicians are working with complex equipment and need to recognize parts that might be very similar. Featuring image recognition, a technician on a service appointment can simply take a picture, and Einstein Vision will be able to identify the specific part and product type, which can greatly reduce the time it takes to complete the task.
Improve Your Team’s Productivity
Field Service Analytics can help you get the most out of your mobile workforce by tracking numerous metrics and displaying the data in real time. Once you understand the patterns and identify the main problems, you can not only greatly reduce the time it takes to resolve customer complaints, but actually get in front of them altogether.
The actionable insights that are provided with Field Service Analytics can be conveniently displayed to the mobile workforce, who can then take immediate action and resolve the issue, instead of having to go through multiple levels of communication to come to the same resolution.
Salesforce Continues to Set the Industry Standard
There are many field service solutions out there, but Salesforce, as one of the leaders among customer relationship management software providers, maintains its status as a top-shelf solution.
Therefore, if you’re looking to take your field service performance to a new level, you can’t go wrong with Field Service Lightning, which has some of the most cutting-edge features that you can currently find in the marketplace.